Prodial Service Level Guarantees
Prodial measures the delivery of services, performance expectations and service levels through Service Level Agreements (SLAs).
SLAs support Prodial’s vision of ensuring optimal service, high levels of satisfaction and fully engaged relationships with our business customers.
Prodial offers Platinum, Gold and Silver service levels based on varying grades of DSL, Cable and Fibre connections, with service performance guarantees covering Installation, Service Availability, Call Quality including packet loss, jitter and latency.
Prodial’s services are managed 24/7 – 365 days, by industry leading call monitoring and analysing technology. Our service level agreements are backed by customer credits in the unlikely event we do not deliver the service and performance that we promise.
| Platinum Service | Level 1 |
| Gold Service | Level 2 |
| Silver Service | Level 3 |
Platinum Service Level
This premium service will ensure the highest level of connectivity by utilising a dedicated point-to-point broadband connection from your business directly to our secure POP location.
Typical clients at this level would include larger businesses such as small corporates, financial and insurance services and may include companies utilising call centres & contact centres. Other potential users of this level of service are those that require multiple levels of redundancy and reliability through to disaster recovery.
Platinum level clients would typically require a service level with 99.99% of service reliability and enjoy individual account management to monitor their operational requirements. These clients are assured the highest level of responsiveness for move/add/change and priority status on trouble ticket notification and resolution, to ensure optimal service assurance.
Gold Service Level
The Gold service level is second highest service level designed for clients with Business Grade SHDSL broadband connection. These connections are generally shared with a 8:1 contention ratio and enjoy quality service and availability.
Typical clients at Gold level include manufacturing, automotive, retail, real estate and those customers still requiring a high level of redundancy and availability. Gold clients also have assurance and peace of mind with our service level agreements being backed with financial guarantees to assure service reliability.
Gold clients require 99.95% of reliability including a high level of responsiveness and service assurance yet don’t require the same immediate attention required by our Platinum customers. Gold clients utilise shared resources supporting multiple accounts.
Silver Service Level
The Silver service level is our standard service level suited to clients such as small businesses and home offices. Silver clients are those subscribers that access Prodial voice services via ADSL2 or ADSL2+ broadband and are more interested in low call cost but still require high levels of reliability and redundancy.
Silver clients will utilise the online website to service a majority of their moves/add/change requests. Silver clients may not immediately require the service change or priority status required by our Gold and Platinum service levels.
For more information contact Prodial Customer Care.
